Ellesmere Medical Practice
Local Patient Participation Report
A description of the profile of the members of the PPG:
The current PRG membership is neither reflective nor representative of its practice population.
The practice has found that the current membership reflects the types of patients who have a
certain level of confidence and available time.
There are 11 PRG members within the group. There are 5 male and 6 female representatives.
Analysis of Current Patient Reference Group Membership
Male 0 0 2 2 1 0 5 5
Female 0 0 2 1 2 1 6 6
Total 0 0 4 3 3 1 11 11
The practice has considered evening meetings to attract patients who are either in education,
have children of school age or are working. Unfortunately patients such as children/young
people, carers, and parents with small children in particular have not come forward or are able
to offer their time. The membership of demographics of the PRG mainly reflects members
who can offer their time and skills.
A description of what steps the Practice has taken to ensure that the PPG is
representative of its registered patients and where a category of patients is not
represented then what steps have been taken by the Practice in an attempt to
engage with those patients:
Ellesmere Medical Practice had a pre-existing PPG but is currently attracting new members to
the group by publicising its meetings through its website, newsletter, notice board, display
leaflets etc in and around the practice. The Practice has tried to target specific registered
patients, particularly under represented groups through various means. For example, the PPG
and Practice is looking at publicising the group and attracting a virtual group.
The Practice will be making use of its new text messaging patients. However, the practice has
found that targeting patient’s who are either in education or in employment, are not able to
offer their time to attend meetings. However, it this would provide a facility to encourage
patients to join its virtual PPG group.
The Practice with the help of the PPG will be putting together an information pack to invite the
views of patients and gives them an opportunity to raise issues about their own care and
treatment as well as any issues of concern through a patient leaflet/flyer which is readily
available to patients. The Practice is also introducing the information pack as part of its
registration pack for new patients and a copy in the newsletter.
A description to be entered in around how the Practice and the PPG determined and
reached an agreement on the issues which had propriety within the Local Practice
The practice was very keen in engaging patients to help deliver and design services around the
needs of its patients. The Practice was keen to ensure that before it sought the views of its
patients on the priority areas, that the group understood its roles and responsibilities and why
as a group they are central to everything the Practice does.
The PPG were keen to ‘go back to basics’ and look at issues regarding their patient experience
with regards to appointments, telephone access, seeing a GP of their choice and Triage
Service. A view of what the patients at Ellesmere Medical Practice think about the services it
receives from the GPs, Nurses and staff. The Practice had also used feedback from complaints,
significant events, comments and suggestions by patients (through its website feedback form)
to help inform some of the priority areas.
The above issues had previously been discussed at PPG meetings and the members agreed
that it would like to survey patients on these priority issues, which they wanted including in
A description of how the Practice sought to obtain the views of its registered
The practice used the PPG which was and presented at the PPG meetings for comments and
approval as to ensure it was suitable and met the areas/priorities to be included within the
survey. The PRG unanimously supported the use of the Questionnaire within the Practice.
Prior to the survey the practice displayed posters in and around the surgery informing patients
that a survey would be undertaken. It also advised patients that the survey would be assisted
and supported by its PPG members. Each PPG member was required to complete a
confidentiality agreement and guidance given on how the survey should be conducted.
Patients were asked upon arrival to the surgery if they would be happy to participate in the
local survey. The Practice looked at targeting various groups of patients and different times of
the day (baby clinic, chronic disease clinics, and general routine appointments with
The survey was conducted during April 2011. The PPG were actively involved in ensuring that
patients participated in the survey by handing out questionnaires to patients before and after
their appointment at the Practice. Questionnaires were completed by patients and returned
to the Practice via PPG members. A total of 188 questionnaires were completed.
How the Practice sought to discuss the outcomes of the local survey and the
Practice’s action plan together
The practice reviewed the analysis of the local patient survey which pinpointed the areas
where the Practice had scored well and also those areas where improvements might be
needed. The report detailed a page by page guide to interpretation of the Practice report to
aid the practice and PPG in understanding the results.
The results were discussed in detail at meetings in June, September 2011 and March 2012
which enabled the PPG and the practice to compile an action plan based on the
findings/results. The Practice was able to agree an action plan with the support of the PPG
which was approved by the group at its meeting held on 22nd March 2012
A description of the findings or proposals that arose from the local Practice survey
Patients were asked questions with regards to the practice; the practitioner; the staff,
telephone and appointment service.
The Practice received many comments regarding the telephone system, problems in getting
through to the practice first thing in the morning and problems experienced in getting an
appointment with a GP.
Responses found to be positive
Staff are welcoming and very courteous
Patient experience with GP is good, excellent, fantastic
Very good NHS service
Responses found to be least positive
Telephones - Overwhelming comments regarding the difficulties in getting through to the
practice first thing in the morning. Patients find the appointment system frustrating (ie time it
takes to get through to find that same day appointments have gone or doctor of choice is not
Booking an appointment - more evening appointments or even Saturday appointments were
suggested. Overwhelming request to improve the appointment system or provide education
on the Triage/Same day service the practice provides.
Reception Staff - Comments regarding the staff delivery and service they provide.
A Description of the action which the Practice, the PCT intend to take as a
consequence of discussions with the PPG in respect of the results, findings and
proposals arising out of the local Practice survey.
The PPG have identified the following priorities:
Help work with the Practice to reduce the number of Did Not Attend (DNA)
appointments, which may help with access appointments
Improve the appointment system
Training for reception staff
An action plan details the recommendations/priorities identified by the PPG/Practice.
A description of the opening hours of the Practice premises and the method of
obtaining access to services through the core hours:
Ellesmere Medical Practice is open Monday to Friday 8.00 – 18.00.
Patients can make appointments by telephoning or calling in to the practice to make an
appointment. The Practice will be offerring online facilities, to enable patients to request
repeat prescription requests via its secure website. The practice has a new text messaging
facilities to remind patients of their appointment, as well as proving health promotion